Technical Account Manager

Job Description

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organization, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

The Overview:

As a Technical Account Manager (TAM), you will play a pivotal role as the dedicated primary point of contact for all technical and product-related activities post Go-live for our Super Enterprise Merchants. Your responsibility will extend to building and nurturing strong relationships with customer technical contacts, addressing challenges, and transforming them into advocates for our products.

Responsibilities: Customer Engagement:

• Establish and maintain robust relationships with Super Enterprise Merchants, serving as the go-to person for all technical and product-level discussions after Go-live.
• Proactively engage with customers to understand their queries, conduct hands-on troubleshooting, and ensure timely resolution of technical challenges.

Technical Expertise:

• Demonstrate a comprehensive understanding of the Razorpay product stack.
• Report and escalate issues or bugs to the Product/Software engineering teams using tools like Jira, actively collaborating towards swift resolutions.

Advocacy and Business Alignment:

• Advocate and drive desired Merchant behavior, identifying opportunities where Razorpay products and technologies can optimally align with the merchant's monetary transaction needs.
• Act as a subject matter expert, driving best practices with the merchant, documenting technical information, gathering feedback, and contributing to product enhancements.

Collaboration:

• Collaborate closely with Sales, Product, and Engineering teams on a day-to-day basis, ensuring seamless communication and alignment of goals.

Skills and Requirements:

• Professional Experience: Previous experience in customer success and/or account management, with a focus on the technical aspects, in a SaaS environment. (Experience in Fintech is a Plus)
• Communication and Presentation Skills: Excellent written and verbal communication skills, coupled with effective presentation abilities.
• Project Management: Strong multitasking and project management skills, showcasing initiative, self-motivation, and teamwork.
• Technical Proficiency: Experience with tools such as Jira, Zendesk, or similar, and a basic understanding of programming (a plus).
• Customer Focus: Ability to discern evolving customer requirements and map them to platform features.
• Organizational Skills: Exceptional project management and organizational skills, especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines.

Preferred Qualifications:

• 2 years of experience in technical product and SaaS disciplines in a customer-facing role.
• B.Tech/M.Tech degree in Computer Science/Information Science. Technical certifications are a plus.

Role Information:

• Role: Technical Account Manager
• Industry Type: Software Product
• Department: Business Engineering & Product Management
• Employment Type: Full Time, Permanent
• Role Category: Product Management - Technology

Education:

• UG: Any Graduate
• PG: Any Postgraduate

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, color, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

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